Our Refunds and Exchanges Policy
Here at Direct Global Trading, we want you to be delighted with your purchase and as a family run firm, we believe in looking after the customer – good old fashioned customer service!
We do have to have some rules in place though and we have made these easy to follow.
As a business we fully comply with Consumer Contracts Regulations (June 2014).
Returning Un-Wanted Goods...
If your item has arrived and it is not quite what you wanted, you can of course send this back to us. You must contact our customer care team within 14 working days from delivery of your order to gain a RAN (Returns Authorisation Number). This is a 5 digit number which would need to be included on the address label when you send your item back.
When sending un-wanted items back please ensure that you do not write on the outside of the original packaging. This could affect your entitlement to a full refund. To receive a full refund, the item must be returned in A1 condition. Refunds are processed within 28 working days from receipt of the return.
We will refund the basic delivery cost of getting the goods to you in the first place, however the return postage will be at your cost.
Please note we are unable to accept water features and pumps back if they have been used or the original packaging has been disposed of.
Smaller returns can be taken to your local post office. For larger items we recommend using one of the following websites:
When sending items back please ensure that you have taken out the appropriate insurance to cover the value of the item(s).
As a business we fully comply with the new Consumer Rights Act (October 2015).
Returning Faulty Goods...
If your item is faulty, unfit for purpose or not as described you have 30 days from the purchase date to contact our customer care team. Upon contacting our team, we would discuss the issues and look to resolve the situation quickly. At this stage you would still be entitled to a full refund.
You may contact our team by emailing firstname.lastname@example.org (We aim to respond to all emails within 48 hours). Please ensure you have your order number or account number to hand when contacting our customer care team.
After 30 days you are not legally entitled to a full refund if your item develops a fault. However, you are entitled to the opportunity for us to repair or replace your goods and if a repair is not possible you may then be entitled to a refund.
What if my item arrives damaged?
We do aim to ensure that items are packed well to avoid damage in transit, but accidents can happen! If any of your items arrive damaged, please contact our customer care team within 7 days from receipt of the order. We can then look to replace the damaged item for you. At this stage please do not send the damaged item back, our customer service team will advise as to what to do with next.
You may contact our team by emailing email@example.com.
How long is the warranty for?
Most items are covered by a standard 12 month warranty which will be effective on the basis that our winter care guidelines are followed. With this, water fountains should be drained of all water and covered with one of our protection covers over the cold winter months to avoid frost damage. Items with a longer warranty period will have this clearly marked online and have this honoured should the item develop any faults.
Our Returns Address...
RAN ________ (Please ensure the 5 digit RAN is clearly visible on the address label)
Direct Global Trading
Unit 9 Strafford industrial Park
Recycle your old electrical items
Unwanted electrical equipment is UK's fastest growing type of waste. If you are buying a new electrical item we will be happy to recycle your old one for you.
Why should i recycle old electrical items?
Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.
All new electrical goods should now be marked with the crossed out wheeled bin symbol and should be disposed of separately from normal household waste.
We can help you
We are pleased to offer our customers the chance to recycle their old electrical items on a like for like basis. Simply return your old electrical item to us or drop it into our warehouse, within 30 days from the date of your order, and we will arrange to have it recycled on your behalf.
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free taken back of their old electrical goods on a like for like basis.
If you have any queries about the WEE scheme, please feel free to contact us on by email firstname.lastname@example.org
To Find more information on WEEE recycling and locate your local recycling centre click here.